Information Services Group (ISG), a global AI-centered technology research and advisory firm, has launched a research study examining the evolving ecosystem of service providers that support insurance companies with daily operations and complex enterprise needs.
Insurance firms are increasingly focused on scaling quickly and operating more efficiently. They rely on providers with robust delivery capabilities and the ability to deploy digital solutions for faster execution, reduced costs, and sustained growth.
The study results will be published in five ISG Provider Lens® reports in June 2026. These include three global reports: Insurance Consulting Services, Insurance ITO Services, and P&C Insurance BPO Services. Additionally, two regional reports will cover L&R Insurance Services for North America and Europe. Enterprise buyers will utilize these reports to evaluate existing vendor relationships, assess potential new engagements, and understand available offerings, while ISG advisors will leverage the information to recommend providers to their buy-side clients.
Insurance organizations globally are in various stages of transformation, actively reinventing business models through next-generation technologies to enhance operational resilience and outcomes. Simultaneously, they are forming partnerships with consulting, outsourcing, and technology service providers to strengthen and accelerate these transformations. These collaborations aid insurers in balancing long-term expansion with immediate needs by fostering operational efficiencies and achieving competitive differentiation in policyholder experience (PX) and innovation.
Iain Fisher, director at ISG, stated, “Insurance firms are increasingly focused on scaling quickly and operating more efficiently as their needs evolve. They rely on providers with strong delivery capabilities and the ability to apply digital solutions for faster execution, lower costs and sustained growth.”
ISG has distributed surveys to over 120 providers of insurance industry services. The research team, in collaboration with ISG’s global advisors, will produce five reports, each featuring one or more quadrants representing the consulting, business process outsourcing (BPO), IT outsourcing (ITO), and life and retirement (L&R) services procured by insurance enterprises.
The reports include: Insurance Consulting Services, which will evaluate providers offering specialized advisory solutions to help insurance enterprises make informed decisions about operational strategies. These providers are assessed on their ability to offer innovative consulting through various engagement models and ecosystem partnerships. Insurance ITO Services will assess providers offering traditional and modern ITO services to insurance firms, helping them optimize costs and enhance profitability and operational engagements, with expertise in systems integration and business transformation for improved IT capabilities. P&C Insurance BPO Services will evaluate providers offering P&C insurance outsourcing services, including consulting and managed services, focusing on efficiency improvements through digital tools and technologies such as intelligent automation and AI. Lastly, L&R Insurance Services will explore the L&R segment and the integration of BPO and ITO into business process as a service (BPaaS), typically delivered through licensed third-party administrators (TPAs). This includes two quadrants: L&R Insurance BPO Services, covering providers that deliver L&R insurance operations outsourcing across the value chain, featured in North America and Europe reports; and L&R Insurance TPA Services, assessing providers of TPA services for various insurance types, demonstrating expertise in technology enablement, featured in the North America report.
Geographically focused reports from the study will cover the global insurance services market and examine products and services available in North America, Europe, and globally. ISG analysts Ashish Jhajharia and Sandhya Hari Navage will author the reports. All 2026 ISG Provider Lens® evaluations will feature expanded customer experience (CX) data, measuring actual enterprise experience with specific provider services and solutions based on ISG’s continuous CX research.
